Support for professionals during the complaints process

We recognise that resolving dental complaints can be stressful and seem confusing. We want to do what we can to reduce this stress where possible. This involves:

being clear about what to expect from the Dental Complaints Service (DCS) when engaging with us – we will be publishing new guides for dental professionals and patients this year;

ensuring we deliver the highest standard of customer care. We have developed a customer service charter that ensures our staff are clear about the standards of care our customers should expect

signposting people who are interacting with the Dental Complaints Service to expert organisations who can assist with their complaint if required. This commitment is set out in the General Dental Council's road map, Patients, Professionals, Partners, Performance.

We have worked in partnership with Samaritans to train DCS staff involved in the complaints resolution process to ensure they have the skills to help recognise where an individual may need additional support.

Everyone using the Dental Complaints Service will have a named contact to assist them with the resolution of their complaint. If you are involved with our impartial complaints resolution process and feel you would benefit from additional support, you can discuss this with your Complaints Officer and they can advise you where best to find help.

We keep information relating to health and wellbeing confidential in line with data protection legislation. We may share this information with other organisations who can offer support, but we will discuss this with you first before doing so.

Dental professionals will appreciate that if there are any concerns about their health and wellbeing that may put patients at risk the information may be used in fitness to practise proceedings.